I made my customer upset! Probably my first who is going to hate me.
I had a lady contacting me about a cake. We discuss it through email only since my accent is kinda strong and with emails, I can always go back an read what I need to know.
Last time we write each other, she said she wants the cake. I replied her, confirmed her total cost which was $10 higher than her previous quote and asked her about flavors of buttercream. I wrote "please let me know". A week passed - no reply. Her party was coming up that next weekend.
Since she did not answer me, I assumed she was not interested anymore because of higher cost. Due to unexpected circumstances I have to leave town for weekend, so I went ahead and wrote her that even though I have not heard from her, I won't be able to take her order and how sorry I am. I did not want her to contact me a day before and tell her that.
Day after sending this email, she wrote how upset she is, that I should call her and I pretty much ruined her party.
I know I did mistake by not calling her, but I really thought she was not interested. It was misunderstanding to me. I apologized, send her text saying that I did not mean to ruin her party and I can squeeze her in for Saturday morning instead of Sunday. I actually told her that twice while looking for other bakeries for her. She never replied back.
And this whole thing gets me. She called a friend of mine who gave her higher quote and she said it is too much. I have no clue if she found someone or not.
I feel really bad for it. I guess, she is going to be my first almost customer who is going to hate me and give me really bad reviews. Too late to do anything about that. Did you experience anything like this? How did you handle it? Another lesson learned.
Replies to This Discussion
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Permalink Reply by June Kowalczyk on
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Majka
You didn't do anything wrong. She was fishing for the best price. I mean the week before and she did not contact you???? And no deposit to secure your services??
You don't put your life on hold for a customer. I wouldn't have offered to give up my Saturday morning for her. Don't feel guilty, she deserved what she got, waiting to the last minute, and she is mad because she messed, not you. I can guarantee anybody who knows her, knows the type of person she is, which is not nice. One bad customer being ticked off isn't going to affect your business. If your cakes are good, you will continue to have customers. :o)
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Permalink Reply by faith brandstetter on
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I agree with June
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Permalink Reply by Mandy Nel on
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I also agree with June - if the client does not come back to you and does not pay a deposit, then you are not responsible for running after them. Let it go and carry on baking lovely cakes for the hundreds of people who need you :-)
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Permalink Reply by Katy Nott on
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The girls are right Majka. If you pester too much, you're a nuisance in my opinion. The sad thing is, you are the one left feeling guilty and they have completely the wrong perspective on the situation. It's a lesson learnt for you and it won't happen again, put it down to experience.
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Permalink Reply by Bake Me a Cake and More on
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I agree with June. You did nothing wrong. My policy is : a deposit at time of booking and full payment 2 weeks before the event. If it's a small cake, less than $100, full payment at time of booking. No exceptions!
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Permalink Reply by Maria Gemini on
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I agree with all of the above replies. If the person didn't confirm, well it just mean she's not interested. It's not your fault. Prove to your customers you are good and continue doing your lovely cakes. I have not experienced anything like this. I hope I will not!
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Permalink Reply by Goreti on
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Totally agree with everyone else. This sounds like someone who thinks the world revolves around them. She needs to get over herself. What is it with so many people these days that they don't take responsibility for their actions?!? It is always someone else's fault. Don't let her make you feel guilty (I know I know it's easier said than done).
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Permalink Reply by Roberta Doebert on
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Please don't feel you did anything wrong. If she didn't contact you with the required information, that's on her. I've had a customer call twice (I have caller ID) on a Thursday for a character birthday cake (with plastic cake kit) for Saturday! I can do a generic cake in that short a time but not a Star Wars or Barbie Princess cake. I directed them to the local bakery and supermarket.
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